When we went on holiday for about four days, we decided to park our car at Stansted Airport's official car park, run by BAA. After I read its terms and conditions, I decided to pay extra for valet parking as it provided greater security than self-parking. When we arrived at Stansted, the valet parking attendant checked the car all around with me and I signed the form. However, when we collected the car, it had significant scratching at the driver's side bumper. I pointed it out immediately and filled in the required forms, and one of them took pictures of the damage. They said I would get a response in a few days. I then received a letter saying that, as per the terms and conditions, BAA was not responsible. But reading the terms and conditions for valet parking, I think it is wrong. GS, Romford, Essex

A spokesman for BAA said he was surprised you raised the complaint with the Guardian because the incident occurred in September 2010, and it had heard nothing from you since replying to your initial complaint. He said that, had you continued to discuss the matter with BAA, it may have been able to check the CCTV to see how your car was damaged, but it was too late now (though this begs the question of why BAA didn't check the CCTV when you raised your initial complaint).

The BAA spokesman said its drivers deny responsibility for the damage and, because its terms and conditions state it is not liable for damage caused to cars once they are parked, it is therefore not liable to pay for the scratch because it must have happened while parked. Unfortunately for you, the terms and conditions do clearly state that BAA is only liable for damage caused by its drivers and not for damage caused while cars are parked (so at the very least your letter is a timely reminder to other readers that their cars are not automatically safe just because they are parked at an official airport car park). But there could be a glimmer of hope for you. The spokesman invited you to renew a dialogue with the company to "see if we can work something out".

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